Operations Center Analyst
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Job Description
Operations Center Analyst joining remote Customer Operations team to monitor incidents and help ensure system reliability. Responsibilities include incident response and collaboration with Tier 2 teams.
Responsibilities:
- Monitor real-time alerts and dashboards (AWS CloudWatch, Datadog, SQS, alert channels)
- Acknowledge and respond to automated alarms within SLA
- Perform initial incident assessment and impact analysis
- Escalate issues to Tier 2 teams with clear, actionable context
- Follow established SOPs and incident response runbooks
- Access servers via approved, read-only SSH
- Analyze application and system logs to identify error patterns and anomalies
- Capture evidence (logs, screenshots, timestamps) during incidents
Requirements:
- Vocational or college-level education
- Experience in technical support or customer service
- Strong problem-solving and communication skills
- Familiarity with operating systems and basic troubleshooting
- Ability to stay calm and methodical during incidents
- Comfortable working rotating shifts (including weekends/holidays)
- Ability to follow structured processes and SOPs
- Experience with Jira, Confluence, Zendesk, or similar tools
- Basic understanding of IT infrastructure and monitoring
- Exposure to cloud platforms (AWS, Azure, or GCP)
- Basic networking and IT security knowledge
- Experience handling calls, emails, and escalations
Benefits:
- Fully covered Medical, Dental, and Vision coverage for employees
- Cost share for dependents
- 401(K) plan with company match
- Fully covered STD/LTD
- Employee Assistance Program (EAP)
- Paid Maternity Leave
- 12 weeks of paid parental leave for birthing parent
- Paid Paternity Leave
- Flexible PTO policy - We trust employees to manage their time effectively and take time off as needed to maintain a healthy work-life balance. Discretionary time off is unlimited, subject to manager approval and business needs.
- 12 paid holidays throughout the year, including winter recess for all employees between December 25th-January 1st
- On-site gym available for free use in Denver, CO for employees based in the Denver area
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